A good amount of new comers to Meizu especially from Italy, think that I hate Meizu. To start of simple, I don’t hate it, I just know too much about Meizu. I am a hardcore Meizu fan, that talked with a good amount of global Meizu employees and spend months in the global FlymeOS customer support, as volunteer on Meizufans. Yep, that’s right, Meizufans used to be the only global customer support for Meizu fans. Right now it’s not the only, but the best by the means of offering the most amount of knowledge, and best possible advice. So let’s start and introduce how a full argument should look like.
A full argument
To keep this professional I am going to use full arguments. Everything here will be written as a full argument. A full argument consists of
Before we start
What are global phones:
Global phones are 100% Chinese phones in terms of hardware.
What is the global firmware:
99.99% the Chinese firmware, but some languages added and important FlymeOS apps removed. The Chinese content is only hidden not removed, and still communicates with Chinese Servers over the Internet.
It’s simple and short, perfect to give you a short overview of the problems covered in this long article.
Must read this: http://blog.getresponse.com/12-mistakes-scare-customers-away-undo.html
Statement 1: The Meizu team is not interested in helping global customers.
Let’s start with who is the global customer support team. In India it’s a young team with very limited recourses and no previous experience concerning Meizu.
Global FlymeOS forum:
A young team with limited resources, that has never used the global firmware and is located in China. Neither uses the global firmware nor global applications is in charge of the global customer support.
All is handled by 3rd party. Meizu never left China. In Europe Meizu set up contracts with Chinese-Resellers to sell and support devices. These re-sellers sell Chinese phones in general, they don’t live from selling Meizu phones. There main motivation is not in selling Meizu phones. The experience and thereby level of expertise with Meizu devices is limited.
The support structure is set up so that inexperience people with a lack of qualification handle the support in India and on the Global FlymeOS forum. And in Italy, they would have the knowledge, but there a lack of motivation as it’s just a Chinese Re-seller.
The forum was run by a 15 year old child and a in general very young team, none of them ever used a Meizu phone before. Results are shocking, have a look here: http://inforum.meizu.com/
For Europe, let’s take Italy:
I wrote an Email last year and asked for support for a M578H (Meizu M2 mini International). Be aware that all global / international devices end in the letter H.
I told the support that I have this phone, and was asked if it’s a global device. So that means, the support had no clue what they were selling. The story went on, I requested a international firmware for the device and over the course of 15 Emails only my time was wasted but nothing more. (We will talk about wasting the customers time later.)
For the global FlymeOS forum:
An administrator with the nick name MZSimon was in charge of responding. He did the typical Chinese things “not giving a fuck” and responded to all questions and customers requests without actually reading the topic. The result should be obvious. (You can’t answer without knowing the question.) Yes this really happened over the course of months. And may still continue.
Meizu has limited recources, little money in General and by trying to keep it cheap that quality of service falls behind.
Let’s be honest, Meizu makes great phones, great hardware and all that amazingly cheap. Nothing is perfect, and to offer great hardware for a cheap price the customer support falls behind.
Statement 2: Wasting the customers time.
This is simple and easy to prove. Write an Email to Meizu and ask help. Or post in an official forum, your time will be wasted.
Have a look here: http://inforum.meizu.com/thread-628-1-1.html
The story: Meizu removed the FlymeOS account from the global / international / India firmware, and by this gave customers the possibility to fully brick their devices by forgetting the pin-code. Such things happen fast and may happen to anyone!
In the linked topic a guy asked for help, his time on the forum got wasted, he did not receive help. In the end he had to sent in the phone from India to China in order to get it repaired. In the beginning it wasn’t sure who will pay the repair costs.
And a lot of time was wasted, the customer had to be without the device and read useless responses written by the official Meizu support centers and official Meizu forum staff.
–> You gotta ask many different Meizu employees to get any kind of information.
As said before, the customer support is not interested in helping. The next step is wasting your time. Like Email’s with simple requests take much longer, as the official support is either not motivated or unable to help. Repair times in India are more complicated than they have to be. If you need a screen replacement the phone goes to China, and nobody can tell you how much it will cost.
Getting help from Meizu is going to be a pain in the ass, if you want help from official Meizu employees.
Statement 3: Support team knows less than you do.
It’s a bit repetitive, so I will start to summarize what’s written before.
In India the team is young and has no background, no knowledge to support.
In China (FlymeOS forum), Chinese people use the phone and do not use the global firmware and do not use global apps. In general have no idea about global customers and global habits.
In Europe: All is run by Chinese-ReSellers that lack the time and motivation to focus entirely on Meizu. (Meizu does not pay well enough, and does not sell good enough to act as a single source of income for re-sellers.)
In India one woman asked (it’s online and documented, true story) for help. She had a Chinese firmware on her phone. The support replied: "Your global phone is not optimized for the Chinese firmware."
Since there is no global phone and no global firmware (it’s all Chinese), this translates to “FlymeOS is not optimized for Meizu phones.” (What’s stupid.)
Or same said different: A lack of knowledge is covered with a good amount of creativity¨.
The global Meizu staff is not qualified or not motivated enough to provide proper customer support.
Statement 4: Breaking Promises
Proof & Example
Statements by official Meizu employees are made but not held. E.g. release times are announced and communicated to the fan base, but not held. Firmware releases are postponed and postponed.
The global servers for the global customers (Flyme Account, Themes Center, OTA updates, …) were promised to be up running soon after October 2015. Last date was April 2016, yet there is nothing.
(In this case proof and example are the same.)
Meizu is too used to the Chinese market, where companies can lie as much as they want and scam as much as they like. (Yes it’s really like that.)
Meizu is not aware that global customers live in a different environment. If global customers get a promise, they expect it to be keep the promise.
Statement 5: Selective feedback; Censorship.
Negative feedback gets hidden, censored or denied. We aren’t stupid, we know very well that nothing is perfect. So why lie about this?
Nobody and nothing is perfect, there is no need to censor or hide bad reviews and bad feedback.
Proof & Example
China roles different, censorship is daily practice. As we learned before Meizu never left China.
I am going to use the global FlymeOS forum for this point. Topics get censored like a popular topic that requested the boot-loader to be unlocked. Meizu did not like it and so censored it!
When I was active a Top 10 topics were published at the end of the months. These topics were not top 10 by the means of being most popular. It was 10 handpicked topics by Meizu that only included positive feedback and advertised Meizu.
Meizu employees are Chinese, they may not be aware of their doing. They grew up in a system full of censorship. And keep on living it on the global market.
Statement 6: No value on global FlymeOS forum
If you want content you go to Meizufans. If you want entertainment you choose official Meizu pages. I wrote about it before, global Meizu employees lack the motivation and knowledge to contribute with valuable content. Valuable content is written by fans, and those are mostly on meizufans.eu
Most topics on the global forums are about advertising products e.g. the 99% useless 3D touch.